Matthews Signs Inc

Matthews Signs Inc.*** ** *** ***
*** ** ***
Better Business-Bureau*** *** *** ***
*** *** ** ***
To whom it may concern, In response to *** *** ***, we have done all that we could to helpresolve their lighting issuesWe have provided all documentation supporting our cause,demonstrating our efforts to resolve this matterAll of our efforts have been disregardedby *** *** *** *** *** is stating that everything provided in our response is un-true.However all documentation provided was our exact correspondence with her and herstaff We have done all that we can to ensure satisfaction for *** *** *** With response to the notice we received on 3/23/ As previously stated; we were emailed by *** *** with San Diegogymnastics on 10/21/whom placed the order to have their signage repaired and gaveus a not to exceed of* also informed us that the store would be hosting asleepover on 10/25/for all of their children enrolled in the facility, and that it wasimperative to have their sign restored to 100% illumination before the sleepover As you can see by our original response provided we have proof that San DiegoGymnastics ordered the repairsYou can also see by the attachments in the originalpackage that the lights were not working, and were falling off the buildingWe haveprovided proof of repairs in the original response packet Our invoice was for $394.40, the gym paid $of this bill (the amount theyoriginally approved) We tried to help the gym to get their lighting repaired before their sleepover thefollowing day as *** *** expressed a concern to have their sign repairedBEFORE their sleep overWe took the initiative and restored their outages withoutapproval knowing the cost to repair would exceed the $previously approved for therepairWe attempted to do the right thing even though we could not reach the gym toobtain approval for the excess cost needed for the repairs As stated the customer paid $300, we cut our losses and moved onWe have doneall that we could to help the gym, to this day the gym continues to slander our businesson various advertising websitesThe statements provided by the gym are and unjust;we have provided all documentation supporting our cause We would like to know what our rights are with the Revdex.com as we are not interestedin communicating with this customer any furtherWe have done everything we could toresolve this matter; the customer is un-satisfied with our efforts, and continues to slanderus with inaccurate remarks publicly We would like resolution with a written response saying this matter has beendismissed We thank you for taking the time to hear our side of the storyPlease feel free tocontact me should you have any additional questions or concerns at *** or***Sincerely,
*** *** Date: 3/25/

Matthews Signs Inc.*** ** *** ***
*** ** ***
Revdex.com*** *** *** ***
*** *** ** ***
To whom it may concern, We received a phone call from *** *** with ***
*** *** whomasked about our services and if we could assist with their sign outageWe explained ourservices and informed her we could assist, we also informed her of our rates; $an hr$travel-$first hour on site including travel (parts would be additional, along withany added time on site needed for repair)We were emailed by *** *** with SanDiego gymnastics on 10/21/whom placed the order to have the sign repaired andgave us a not to exceed of $*** also informed us that the store would be hostinga sleepover on 10/25/for all of their children enrolled in the facility, and that it wasimperative to have their sign restored to 100% illumination before the sleepover*** provided us with a phone number to call should we have anyquestions/concerns and for approval if the cost to repair would exceed $San Diegogymnastics is located in *** *** *** ***; this mall requires us to be off site by9:30am, due to foot trafficWe told *** this would be our first call and we would beon site 10/24/in order to get their sign serviced before their sleepoverWhen we gotto site no one was on site to provide us access to the interior of the store, the signselectrical was located inside and having accesses was imperative to service as we neededto tum on the sign to see which lights were outOur service tech was able to get in touch with the mall management and have theelectrical turned on to test the signageWhile inspecting the signage (front and backelevation) our tech was able to detect that (9) of the lights were badKnowing the partsneeded for repair we knew we would exceed the not to exceed givenWe attempted tocall the number provided by *** however she had provided us with the stores directline and no one was on site to answerWe sent emails requesting approval; however allof our attempts went unansweredWe made the decision to go ahead with the repair aswe knew that *** had expressed a concern to have the sign lighting before theupcoming sleepoverWe did this on good faith that we would be able to recoup theadditional money needed for repair once we were able to get in touch with ***We knew they were eager to get their signage repaired so we took the initiativeand went ahead with the repair in order to have their (9) Lamps replacedWe sent theman invoice, sent before pictures of the problem and after pictures showing everything waslit*** *** (the owner of *** *** ***) emailed us again on12/01/(over a month after lights were replaced) and stated they were stillexperiencing some outages with their lightsWe were asked to provide all documentationagain through emails and picturhad to prove our work with copies of emails andpictures sent since *** *** did not believe that her employees ordered therepairThere was also concern and confusion due to our time of service; the Gym statedservice was to be performed at (9pm), although service was scheduled for (9am)We donot provide service at night due to the safety hazards of working in the dark, there wasnever any conversation of nighttime workWe have apologized for thismiscommunicationWe provided all documentation that *** requestedWe apologized for themiscommunication and for the outages she was experiencing, we extended our help to herknowing we did nothing wrong to cause the new reported outagesWe told her we wouldreturn to site and she could talk with our service manager, this way she could fmd outfirsthand what the issues were with her lightsWe dispatched our boom truck along witha service tech, and our service manager, with no charge and while on site, on our dime,our service manager whom determined that the lighting on the exterior of the buildingwas designed to be interior lighting NOT exterior lightingThe service manager talkedwith *** *** and came up with several different solutions on the spot to resolvethe lighting outages; he suggested replacing all old "interior" lamps with new "exterior"lamps, he also advised *** of different ways of lighting her signageThemanagement of Matthews Signs did not want to continue with any new work repairs for*** *** *** until they received payment for the previous repairs doneWe feltwe had done all that we could for the gymWe did receive a check in the mail For $on 1/22/2015, this was a short pay of$The amount paid was the cost *** *** *** originally agreed uponWehad already provided service and repaired their signage to 100% illumination prior to heradditional request of the new sign outagesWithout receiving payment for the originalwork completed we were unable to provide additional serviceWe knew they hadpreviously issued us a NTE of $so we cut our losses of the underpayment of $95.40and moved onWe provide service everyday on a time and material basis, we have never had acomplaint and we did have approval to do the work up to $It was our choice to putin the lights without approval and it was our loss as we are taking a cut in our invoice.We did all that we could to satisfy *** *** ***, they are upset with Matthewsas they have interior light fixtures on the exterior wall and they expect Matthews to takeresponsibility and replace with exterior lighting.If we would have left and abided by their NTE of $the cost would have been;$255-First Trip Labor$170-Return Trip Labor$51.30-Lamps$Tax$480.40-Total
We wanted to ensure they had their sign lit for their sleep over and we did our best tosave the customer money as the invoice billed was;$340-First Trip Labor$51.30-Lamps$Tax$395.40-Total
We are a 2million dollar company and have been in business for years providingservice and have never had a complaintWe are an honorable company and the reason wedid not peruse the past due balance is because we did not get proper approval, this is ourloss and we are understanding of itCoast Signs is one of our biggest service providersand we welcome you to contact them for reference; *** *** ***We know the customer is upset, however we did bend over backwards to helpthemWe even went on a second trip no charge and sent our service manager out to helpassistWe have done what we could to work out this matter with the customer; howeverthis is an issue we cannot resolve as we cannot be held liable for lighting that we did notinitially installWe thank you for taking the time to hear our side of the storyPlease feel free to contactme should you have any additional questions or concerns at ***or***Sincerely,
*** *** Date: 3/05/
Attached is our documentation for your reference;-Before & After Photos-The original Invoice-A Copy of the $check received from *** *** ***-Email conversations between Matthews Signs and *** *** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.Everything included in the response is untrue.  There is no correspondence confirming the initial meeting, nor did I or my employee agree to the pricing.  I called them the following day to inform them the lights were not working, not a month later, and I simply wanted them to come back and help us fix the problem.  The lights are not indoor lights as they proclaimed either.  There is also no explanation as to why the person I was led to believe was the owner of the company agreed to discount my invoice due to all of the issues, yet I was then told not only was he not the owner, but they expected to be paid in full.  I am not sure how to proceed with compulsive dishonesty and the manipulation of the facts.  This is what they have done throughout this entire dilemma.  I have since had my lights repaired by a reputable company for little more than the cost of the bulbs.  What Matthew's Signs charged far exceeded the normal charge for the work AND they were never actually fixed.  How could they demand money and not complete the job?? 
They are unethical and dishonest.  I want to protect others from their tactics.
Regards,
[redacted]

Review: I was charged double than what was quoted by Matthews Signs to replace light bulbs that were out in my sign. The following day the lights were still not working. I have tried for months to get the company to complete the job. I have dealt with three different individuals including the owner, [redacted]. They do not return my calls, my lights are still not working but they have taken my $300.Desired Settlement: I would like a refund or the repair done immediately.

Business

Response:

Matthews Signs Inc.[redacted]Revdex.com[redacted]To whom it may concern, We received a phone call from [redacted] with [redacted] whomasked about our services and if we could assist with their sign outage. We explained ourservices and informed her we could assist, we also informed her of our rates; $85 an hr$85 travel-$170 first hour on site including travel (parts would be additional, along withany added time on site needed for repair). We were emailed by [redacted] with SanDiego gymnastics on 10/21/2014 whom placed the order to have the sign repaired andgave us a not to exceed of $300. [redacted] also informed us that the store would be hostinga sleepover on 10/25/2014 for all of their children enrolled in the facility, and that it wasimperative to have their sign restored to 100% illumination before the sleepover. [redacted] provided us with a phone number to call should we have anyquestions/concerns and for approval if the cost to repair would exceed $300. San Diegogymnastics is located in [redacted]; this mall requires us to be off site by9:30am, due to foot traffic. We told [redacted] this would be our first call and we would beon site 10/24/2014 in order to get their sign serviced before their sleepover. When we gotto site no one was on site to provide us access to the interior of the store, the signselectrical was located inside and having accesses was imperative to service as we neededto tum on the sign to see which lights were out. Our service tech was able to get in touch with the mall management and have theelectrical turned on to test the signage. While inspecting the signage (front and backelevation) our tech was able to detect that (9) of the lights were bad. Knowing the partsneeded for repair we knew we would exceed the not to exceed given. We attempted tocall the number provided by [redacted] however she had provided us with the stores directline and no one was on site to answer. We sent emails requesting approval; however allof our attempts went unanswered. We made the decision to go ahead with the repair aswe knew that [redacted] had expressed a concern to have the sign lighting before theupcoming sleepover. We did this on good faith that we would be able to recoup theadditional money needed for repair once we were able to get in touch with [redacted]. We knew they were eager to get their signage repaired so we took the initiativeand went ahead with the repair in order to have their (9) Lamps replaced. We sent theman invoice, sent before pictures of the problem and after pictures showing everything waslit. [redacted] (the owner of [redacted]) emailed us again on12/01/2014 (over a month after lights were replaced) and stated they were stillexperiencing some outages with their lights. We were asked to provide all documentationagain through emails and pictures-we had to prove our work with copies of emails andpictures sent since [redacted] did not believe that her employees ordered therepair. There was also concern and confusion due to our time of service; the Gym statedservice was to be performed at (9pm), although service was scheduled for (9am). We donot provide service at night due to the safety hazards of working in the dark, there wasnever any conversation of nighttime work. We have apologized for thismiscommunication. We provided all documentation that [redacted] requested. We apologized for themiscommunication and for the outages she was experiencing, we extended our help to herknowing we did nothing wrong to cause the new reported outages. We told her we wouldreturn to site and she could talk with our service manager, this way she could fmd outfirsthand what the issues were with her lights. We dispatched our boom truck along witha service tech, and our service manager, with no charge and while on site, on our dime,our service manager whom determined that the lighting on the exterior of the buildingwas designed to be interior lighting NOT exterior lighting. The service manager talkedwith [redacted] and came up with several different solutions on the spot to resolvethe lighting outages; he suggested replacing all old "interior" lamps with new "exterior"lamps, he also advised [redacted] of different ways of lighting her signage. Themanagement of Matthews Signs did not want to continue with any new work repairs for[redacted] until they received payment for the previous repairs done. We feltwe had done all that we could for the gym. We did receive a check in the mail For $300 on 1/22/2015, this was a short pay of$95.40. The amount paid was the cost [redacted] originally agreed upon. Wehad already provided service and repaired their signage to 100% illumination prior to heradditional request of the new sign outages. Without receiving payment for the originalwork completed we were unable to provide additional service. We knew they hadpreviously issued us a NTE of $300 so we cut our losses of the underpayment of $95.40and moved on. We provide service everyday on a time and material basis, we have never had acomplaint and we did have approval to do the work up to $300. It was our choice to putin the lights without approval and it was our loss as we are taking a cut in our invoice.We did all that we could to satisfy [redacted], they are upset with Matthewsas they have interior light fixtures on the exterior wall and they expect Matthews to takeresponsibility and replace with exterior lighting.If we would have left and abided by their NTE of $300 the cost would have been;$255-First Trip Labor$170-Return Trip Labor$51.30-Lamps$4.10 Tax$480.40-TotalWe wanted to ensure they had their sign lit for their sleep over and we did our best tosave the customer money as the invoice billed was;$340-First Trip Labor$51.30-Lamps$4.10 Tax$395.40-Total We are a 2million dollar company and have been in business for 8 years providingservice and have never had a complaint. We are an honorable company and the reason wedid not peruse the past due balance is because we did not get proper approval, this is ourloss and we are understanding of it. Coast Signs is one of our biggest service providersand we welcome you to contact them for reference; [redacted]. We know the customer is upset, however we did bend over backwards to helpthem. We even went on a second trip no charge and sent our service manager out to helpassist. We have done what we could to work out this matter with the customer; howeverthis is an issue we cannot resolve as we cannot be held liable for lighting that we did notinitially install.We thank you for taking the time to hear our side of the story. Please feel free to contactme should you have any additional questions or concerns at [redacted]8 or[redacted].Sincerely,[redacted] Date: 3/05/2015 Attached is our documentation for your reference;-Before & After Photos-The original Invoice-A Copy of the $300 check received from [redacted]-Email conversations between Matthews Signs and [redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Everything included in the response is untrue. There is no correspondence confirming the initial meeting, nor did I or my employee agree to the pricing. I called them the following day to inform them the lights were not working, not a month later, and I simply wanted them to come back and help us fix the problem. The lights are not indoor lights as they proclaimed either. There is also no explanation as to why the person I was led to believe was the owner of the company agreed to discount my invoice due to all of the issues, yet I was then told not only was he not the owner, but they expected to be paid in full. I am not sure how to proceed with compulsive dishonesty and the manipulation of the facts. This is what they have done throughout this entire dilemma. I have since had my lights repaired by a reputable company for little more than the cost of the bulbs. What Matthew's Signs charged far exceeded the normal charge for the work AND they were never actually fixed. How could they demand money and not complete the job?? They are unethical and dishonest. I want to protect others from their tactics.

Regards,